CAD to Finesse

[virender verma]

We upgraded a recent client from UCCX 8.X to UCCX 10.X.

By default we deployed CAD as agents were not trained for Finesse yet.

Will be rolling out a plan for Finesse in a month.

Would like to know if we can run both CAD and Finesse together and phase out CAD in group of agent one by one.

Any best practices you can suggest.

[Deepak Rawat]

Your can run CAD and Finesse simultaneously only in version 10.6(1) SU1 natively. In 10.6(1) you will need to apply an ES to get this functionality so the best option is to use 10.6(1) SU1 that gives Mixed Mode functionality out of the box.

More details related to best practices and recommendations can be found below:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express_appendix_0111.html

Regards

Deepak

[virender verma]

Hi Deepak,

We have 10.6.1 .10000-39 and we are running CAD at this time, My question will be here will CAD run fine for sometime, then we can can plan for Finesse.

[Deepak Rawat]

Why do you think CAD will not work. Mixed Mode functionality is to introduce the support of Finesse simultaneously in addition with CAD. CAD will work without any issues whatsoever but if you want Finesse as well along with CAD then upgrade to 10.6.1.11001-31 which is 10.6(1) SU1.

Regards

Deepak